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December 28, 2010

An interesting story from the Apple Store

A friend and tech. support client recently purchased a new iPod Touch. She went home and was quickly disappointed when her black MacBook running 10.4.11 couldn't communicate with it. The new iPod needs the new Mac OS of course! She asked me about it and I lamented that this is a common occurrence for Apple users. The latest and greatest requires the latest and greatest... And so, I got ready to upgrade her RAM and install Snow Leopard. While she was at the Apple Store buying her system software for the upgrade she mentioned her surprise and disappointment that her iPod wouldn't work with her Mac to the clerk. No one at the store had even asked her about her computer when she purchased the iPod. She felt a bit victimized. I don't blame her. The new clerk consulted with the manager and they are updating her system to Snow Leopard at no cost. We upgraded her memory in a pretty affordable fashion. Happy ending, but why?

I find this interesting. Is the typical Apple "force-a-sale" strategy starting to backfire with upset customers? Are the Apple stores trying to upgrade anyone/everyone in anticipation of the upcoming Mac App Store opening soon? Just a sympathetic manager?